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Knowledge repositories have been implemented in many organizations, but they often suffer from non-use. This research considers two key design factors that cause non-use: the extra burden on users to document knowledge in the repository, and the lack of a standard knowledge structure that facilitates knowledge sharing among users with different perspectives. We propose a design of a knowledge management system called KnowledgeScope that addresses these problems through (1) an integrated workflow support capability that captures and retrieves knowledge as an organizational process proceeds, i.e., within the context in which it is created and used, and (2) a process meta-model that organizes that knowledge and context in a knowledge repository. In this paper, we describe this design and report the results from implementing it in a real-life organization.

In this paper we describe a technique for modeling and implementing process knowledge within an organization. We begin by presenting a framework (Knowledge Mill) for describing the knowledge management process. Later, we elaborate on one aspect of the process — classification. In particular, we describe a goal-oriented modeling schema for capturing and organizing knowledge during the decision-making process. A patented tool (ThoughtFlow™) that supports the application of the goal-oriented schema is also described. In addition, a case study of using the framework and tool in a strategy deployment process, within the IT organization of a large company, is presented.